Publish Yonyx Interactive Guides to enable your customers to self serve most routine issues without having to call into your call centers. Recommended way to achieve this is to create a reasonably visible button/link in the Support section of your website/app and point it to the Landing Page of the LOB where you’ve published Guides meant for your external customers. Bear in mind, every Landing Page can be configured with independent Branding (look and feel identical to your website/app) and Access Control (Anonymous, Password Login or Single Sign On).
Different ways in which you can expose Yonyx Interactive Guides to your Customers include:
Link to a Landing Page
Recommended because all aspects of user interface across various browsers and devices will be taken care of by the Landing Page UI. Link it once and then there is no need to change your website every time a Guide is published/unpublished.
Embed a Landing Page
Embed the Landing Page directly in the Support section of your website / app. Whenever you embed something in your website, the onus of making sure the embedded element remains responsive falls on you.
Compliments to Authors
Users traversing through the Guide can leave a compliment to the Author at any Step.
Let’s see how a User leaves a compliment and how the Author receives that compliment.
Escalate to Helpdesk/CRM
Users traversing through the Guide can submit a trouble ticket through Escalation form. This form is configurable with any number of fields including attachments. The data submitted by this form will then be created as a new trouble ticket in your Helpdesk/CRM.
Yonyx supports 4 types of configurations:
Email to Case:
Information captured by this form is email to your Helpdesk/CRM which in turn interprets the incoming email and creates a trouble ticket.
Web to Case:
Information captured by this form is submitted directly to your Helpdesk/CRM which in turn creates a trouble ticket.
Web Service to Case:
Information captured by this form is passed on to your Web Service endpoint which in turn creates a trouble ticket.
API to Case:
Information captured by this form is passed on through the API methods formally exposed by your Helpdesk/CRM which in turn creates a trouble ticket.
Let’s see how a User submits a trouble ticket.
Escalate to Chat
Users traversing through the Guide can escalate and chat with your Agents from any step. The Agent will get the complete details of every step the User traversed before assisting the User.
Let’s see how a User escalates to Chat.